Supermarket Perimeter - August 2020 - 61

OPERATIONS

Catching problems early

With the coronavirus, Burford has seen a surge in calls to its customer
service line, where trained representatives are available to handle
equipment maintenance and other issues.

this time, as many facilities
are running 24/7 trying to
keep up with the demand for
baked goods."

Nationwide coverage
Hobart Service, a division of
Troy, Ohio-based Hobart Food
Equipment Group, has nationwide coverage, with 70 branch
offices and over 1,500 of the best
technicians in the industry, said
Steve Gilbert, Hobart Service's
director of national accounts and
new business development.
Each technician has an
average of 500 hours of in-class
equipment training. Hobart
also focuses on customer and
technician safety by holding
1,200 hours of safety training per
year, resulting in an incident rate
that's 23% below the industry
average, Gilbert said.
"Technicians have full visibility
to parts inventory. We have parts
on the technician's trucks, in local
offices and over 40,000 SKUs
available for next day shipping
in our national parts distribution
center," he said. "Additionally,

it's critically important for us to
focus on operational excellence
through key metrics like response
time, first time completion, and
total time to complete."
Hobart shares its information
with its customers and develops
joint initiatives to improve their
equipment uptime. And, Gilbert
added, Hobart is the only service
provider in the industry that
provides a variety of full coverage
contract options including
preventative maintenance. The
company is also available for
service 24/7/365 and provides
customers with service order
status notifications.
"The local office staff
commonly does customer
visits," Gilbert added. "We offer
customer scheduled inspection
services to regularly check
on their equipment. These
programs identify equipment
issues early, preventing costly
repairs and extended downtime.
Our customers find these
programs valuable in keeping
their equipment operational and
working properly."

Hatco's equipment maintenance
actually begins before product
even ships from the factory,
Catarozoli said. Hatco tests its
products in-house.
"People say, 'Hey, there are
crumbs in my toaster.' It's not
because it's used, it's because
we put bread through it before it
shipped," he said.
Even before that, Hatco's
Demand Flow Technology (DFT)
manufacturing process helps
guarantee product excellence
by requiring workers to check
not just their own work on the
assembly line but also that of
the step before the product got
to them.
From sales standpoint, all of
our manufacturer reps familiar
with key maintenance issues,
water filters, make sure cleaning
filters, don't put electronics
in "hot zones." A lot of our
equipment doesn't require a ton
of maintenance. Don't put next
to fryer, where greasy vapor into
controls. Reps will do demo, not
only how to use, but also go over
some key maintenance points
make sure spelling out ahead
of time.
Proper maintenance is critical,
Hughes said - it's much more

efficient to produce high quality
product on properly maintained
equipment.
"I have joked in the past that
efficient output and quality
are a by-product of a good
maintenance program, but I
believe there is a kernel of truth
there," he said. "Production and
maintenance are sides of the
same coin. Both must operate at
the highest level for maximum
output and profit."
Burford has always placed a
priority on its service capability,
Hughes said. The company
believes that providing
exemplary service is a major
part of maintaining customer
relations, and it has long tried
to incorporate new modes of
contact with its customers over
the years.
Burford started with an "at
ready" service department, in
which the company tried to
respond with immediate or
next day travel. Burford then
established a call-in line with
a dedicated technician to help
troubleshoot an issue.
But as anyone who has
been even remotely associated
with the bakery industry can
attest, bakers keep odd hours,
Hughes said. As a result, Burford

We strive to reduce
downtime on all of our
equipment, especially
during this time, as many
facilities are running 24/7
trying to keep up with the
demand for baked goods."
Josh Hughes, Burford Corp.

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